Tech Lead, Data Science Live Help
Seattle, WA
Wayfair Inc.
Shop Wayfair for A Zillion Things Home across all styles and budgets. 5,000 brands of furniture, lighting, cookware, and more. Free Shipping on most items.Who We Are
Providing good support throughout a customer’s order journey is a priority for Wayfair. The Live Help Data Science team works cross-functionally across all layers of business to innovate new, data-driven ways of improving the experience of our customers and the 4000+ members of our contact center staff. To do this, we use a full spectrum of ML techniques and leverage multimodal data sources (text, tabular, time series etc.) to create predictive and descriptive models for all aspects of the customer journey. These models power our Virtual Assistant, automate responses to emails, personalize the storefront experience, algorithmically route customers to the right channel/agent and many more! We inject intelligence throughout the customer journey (from arrival on site to post delivery assistance) and at multiple touchpoints with our call center staff (phone, chat, email, self-service, more..). We are a high visibility team that works closely with multiple business verticals, engineering and product teams to build high value solutions.
What You'll Do
- Build machine learning models to enable effective and efficient sales & customer service interactions (phone, chat, virtual) for Wayfair customers
- Identify and innovate new opportunities to drive business results through data science
- Own the full data science life cycle: scoping to prototyping, testing, deploying, measuring value and iterating
- Partner with engineering teams (ML Engineering, Service R&D) to integrate ML products into technical platforms and deploy real-time models at large scale
- Partner with operational teams to help guide business decisions through model outputs and findings
What You'll Need
- PhD (preferred) and 3-4+ years of experience in quantitative field (statistics, mathematics, economics, operations research, physics, neuroscience, engineering, etc) OR Master’s degree in quantitative field (statistics, mathematics, economics, operations research, physics, neuroscience, engineering, etc) and 4-6+ years of experience
- 4+ years of experience in computational language (R/Python/Matlab/etc) with proven recent experience in Python. Experience with pytorch/tensorflow is a plus.
- Thorough command of general data science and machine learning techniques with prior experience in natural language processing (NLP) and/or deep learning.
- Relevant experience designing and implementing customer-facing systems that are scalable, fast, and resilient, preferably with a strong operationalization component
- Ability to work on cross-functional projects and manage multiple stakeholders with competing priorities
- Good understanding of experimental techniques for the design of A/B tests to measure the impact of initiatives
- Communication skills that can influence across organizations and at all levels
- People management experience is a plus
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.
Tags: A/B testing Deep Learning Economics Engineering Machine Learning Mathematics Matlab ML models NLP PhD Physics Prototyping Python PyTorch R R&D Research Statistics TensorFlow Testing
Perks/benefits: Career development
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